Quality System Management in the hotel industry in the Republic of North Macedonia

Mitreva, Elizabeta and Kicara, Dzevat (2024) Quality System Management in the hotel industry in the Republic of North Macedonia. International Journal of Economics, Management and Tourism (IJEMT), Vol. 4 (1). pp. 105-116. ISSN 2 671 - 3810

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Abstract

The introduction of the TQM (Total Quality Management) system in the hotel industry requires a complete understanding of the needs and demands of tourists, respect for the established standards and the creation of products with superior values that will meet or exceed their expectations with their quality. Total quality management applies to the entire organization, in all hotel activities and functions (reception, accommodation, procurement, sales, marketing, kitchen block, service, technical maintenance, hygienic maintenance, etc.). In this way, the established system will enable the hotel company to continuously improve its performance, whereas the needs of all interested parties participating in the process of creating and delivering the hotel product must not be neglected. Analyzing the findings of the research, this paper provides guidelines for the direction in which the hotels in the Republic of North Macedonia should move by applying the principles of the process orientation, based on the process approach and management of the entire value chain.
Key words: business processes, hotel service, TQM (Total Quality Management) system.
JEL Classification: Z32 Tourism and Development; Z39 Tourism: Other

Item Type:	Article
Subjects:	Social Sciences > Economics and business
Divisions:	Faculty of Tourism and Business Logistics
Depositing User:	Elizabeta Mitreva
Date Deposited:	01 Jul 2024 07:29
Last Modified:	01 Jul 2024 07:29
URI:	https://eprints.ugd.edu.mk/id/eprint/34387

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